Job Requirements
Skills
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Job description for Customer Relation Management at PT Bobobox Mitra Indonesia
- Manage to maintain the customer service excellence of Bobobox
- Improve the quality of customer service
- Partnering with related internal stakeholders to execute on a daily basis
- Drive customer’s feedback and maintain on-ground and digital campaigns on social media platforms
- Design and implement social media (WhatsApp and Line Official Account) strategy to align with business goals (collaborate with social media specialist)
- Resolve customer complaints via phone, email, WhatsApp chat, play store review, website live chat, OTA review, or social media
- Resolve product or service problems by clarifying the customer's complaint
- determining the cause of the problem
- selecting and explaining the best solution to solve the problem
- expediting correction or adjustment
- following up to ensure resolution
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutions
- Keep records of customer interactions, process customer accounts, and file documents
- Compile reports on overall customer satisfaction
- Create daily, weekly, and monthly report
- Min. 6 months experience as Customer Service/Guest Relation/CRM, preferably in e-commerce or hospitality industry
- Strong communication skills
- Strong logical thinking and problem-solving skills
- Able to work under pressure as this role will be the point of contact of every customer complaints
- Good team player, positive attitude and eagerness to learn
- Driven and motivated
- Willing to be placed in Bandung
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